Launching an outbound interaction from a service case
First things first: we're building an application on top of Customer Service for Healthcare 7.21 (which means Customer Service 7.21 and Pega 7.21).
Now there is this requirement we have that users must be able to start an outbound interaction either from a research interaction (the business rationale is: when running an "offline" interaction the user must be able to decide to go "online" with the client without having to manually close the research interaction and open a new outbound (call) interaction and go through the customer research stage) or from a service case (once again the business rationale is: when working "offline" on a service case, the user must be able to go "online" with the client in the context of a real outbound interaction). Of course once the outbound interaction is started and displayed, the initial research interaction or service case it has been launched from must be closed.
Addition and probably trickiest requirement: when launching an outbound interaction from a service case, once the outbound interaction is created the service case must be "reopened inside" the newly opened outbound interaction.
Here are the questions:
- I've got some hints and indications that this kind of behavior might be available OOTB in Customer Service 7.22 or in the coming 7.3 version? Is that right? And which version is it going to be implemented in?
- if there is no such feature in the 7.22 or the 7.3 versions, does anybody have already solved this kind of problem? And if that's the case, does anybody have a full design or some elments of design to implement a solution (especially for the "reopen the service case inside the new outbound interaction" part which is probably the trickiest).
Although only a partial answer, see SA-25278. It speaks about the activity CAGetSvcCaseAssignmentsByInteraction. You will want to examine how this decides which Service Cases to automatically open when opening an existing Interaction. You may be able to tweak it a bit so that you can get your new Interaction to own and open the existing Service intent; the "reopen the service case inside the new outbound interaction" part .